Sat.Feb 18, 2023 - Fri.Feb 24, 2023

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Customer Experience Planning: 10 Tips for Success

CSM Magazine

Customer experience planning is essential to the success of any organization. By creating a great customer experience, you can increase customer satisfaction and loyalty. Here are 10 tips for success. 1. Define Your Goals : Do you have a clear picture of what you want to achieve with customer experience planning? This will help determine the scope of your strategy and decide which goals to focus on. 2.

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Why a Customer-First Strategy Is Your Best Business Investment

C3Centricity

A lot has been written about the benefits to customers of a company that adopts a customer-first approach. But many companies still don’t understand why it is their best business investment for growth as well. So I thought I would (once again) explain why it would be a good idea for all organisations to adopt a customer-first strategy. At its simplest, putting customers’ needs and satisfaction at the heart of a company’s objectives lead to increased loyalty, positive word of mo

Strategy 296
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How to Re-energize Your VoC Program

Lumoa

VoC — or Voice of the Customer programs — helps businesses learn more about their consumers’ wants, needs, and preferences. While most VoC efforts start strongly, many tend to lose their traction over time— especially if the program isn’t properly implemented or the company becomes complacent. The good news is that there are still ways to get VoC programs back on track.

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The AI Advantage: Top 4 Benefits of AI in Customer Service You Should Know

Comm100

There’s no question that the use of AI in customer service is on the rise. It’s estimated that by 2026, 1 in 10 agent interactions will be automated , saving $80 billion in labor costs. Predictions on market growth vary, but one study shows an expected compound annual growth rate in AI of 37.3% from 2023 to 2030. So why all this interest? Introducing AI for customer service is allowing organizations in every industry to improve service while cutting costs, improving employee workloads, and more.

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Frost Radar: Voice of Customer Analytics, 2024

Understanding and improving your customer experience (CX) can have a massive impact on your bottom line. Choosing the right voice of customers (VoC) solution is a critical step to elevating CX. Frost & Sullivan researched more than 50 leading VoC vendors, analyzing both their “innovation index” and “growth index” to independently select the top 10 performers in each of these categories.

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How to Get Started with Customer Experience Research Now

PeopleMetrics

Picture this: your customer experience (CX) team has gone through your customers’ feedback, identified regular pain points in the customer journey, and found solutions to reduce friction and retain more customers. However, they did this several months ago and suddenly customer retention is starting to dip down again. What happened? Chances are that the change in customer needs wasn’t actually sudden but a gradual shift.

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Why You Don't Just Need Customer Support - You Need Multilingual Customer Support

Helpware

One of the most significant challenges companies face is how to scale internationally. A critical component of that expansion is having multilingual support. Although English is the most popular language online, it only represents 25% of the world's internet users. If companies want to expand to new countries, they must support multiple languages.

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Critical Issue: How to Increase Your Price Without Losing Customers

Beyond Philosophy

Alan Flower is in a pickle, and he came to us for help on a recent podcast. Flower asks, “How can I increase prices and not lose customers?” Since I figure with rising supplier and material goods costs, not to mention energy costs increases, many of you are facing the same issue, I thought we could also discuss it here. I’ve had many conversations with our clients and heard many TV interviews where people say we need to increase prices, but we can’t raise them that much b

How To 78
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The two most important stages of customer lifecycle management in uncertain times

ChurnZero

Long-standing wisdom in business says when the economy looks shaky, or worse turns south, savvy companies redouble their focus on existing customers. There are two primary reasons why: First, you need to retain customers to simply “keep the lights on” so to speak. Second, growth during times of uncertainty is most likely to come from cross-selling and upselling.

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Maximize Your Investment in Upskilling Agents

TechSee

Today’s customer service personnel are being asked to deliver higher quality service across more products, more complex products, and at more significant volumes than ever before. In response, many leaders in the industry are investing in increasing the skill levels of their contact center agents, often referred to as upskilling. Most service organizations have found that visual support is a force multiplier when upskilling agents, helping them maintain their average handle time (AHT) and first

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Prepare Now: 2025s Must-Know Trends For Product And Data Leaders

Speaker: Jay Allardyce, Deepak Vittal, and Terrence Sheflin

As we look ahead to 2025, business intelligence and data analytics are set to play pivotal roles in shaping success. Organizations are already starting to face a host of transformative trends as the year comes to a close, including the integration of AI in data analytics, an increased emphasis on real-time data insights, and the growing importance of user experience in BI solutions.

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Modular functions design for Advanced Driver Assistance Systems (ADAS) on AWS

AWS Machine Learning

Over the last 10 years, a number of players have developed autonomous vehicle (AV) systems using deep neural networks (DNNs). These systems have evolved from simple rule-based systems to Advanced Driver Assistance Systems (ADAS) and fully autonomous vehicles. These systems require petabytes of data and thousands of compute units (vCPUs and GPUs) to train.

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The Canceling of Hustle Culture…Who is Right?

The DiJulius Group

I have a confession to make. As an entrepreneur, terms such as “the great resignation”, “quiet quitting”, and “the canceling of hustle culture” really made me angry, at least initially. They are the opposite of everything I have ever known to be the recipe for success. Everything I have ever done in my life to. Read Full Article The post The Canceling of Hustle Culture…Who is Right?

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Why Hire a Customer Experience Keynote Speaker

Blake Morgan

Do you need a speaker for your next event, conference, or meeting? Look no further than a customer experience keynote speaker like Blake Morgan to share a motivating and engaging message about how and why to make customers central to every business decision. If you want to jumpstart CX efforts across your company, there’s no better way than a customer experience keynote speaker.

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What elephants and customer experiences have in common

Adrian Swinscoe

This is a guest post from Jim Davies, Chief Experience Officer (CXO) at Calabrio. Customers are like elephants; they have amazing memories. This means they will […] The post What elephants and customer experiences have in common first appeared on Adrian Swinscoe.

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HR Meets AI: The New Way of Keeping Large Workforces Connected and Engaged

Speaker: Miriam Connaughton and Donald Knight

As organizations scale, keeping employees connected, engaged, and productive can seem like a monumental task. But what if AI could help you do all of this and more? AI has the power to help, but the key is implementing it in a way that enhances, rather than replaces, human connection. Join us for an exploration into how industry trailblazers are using AI to transform employee experience at scale while addressing both the potential and the pitfalls.

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AWS and Hugging Face collaborate to make generative AI more accessible and cost efficient

AWS Machine Learning

We’re thrilled to announce an expanded collaboration between AWS and Hugging Face to accelerate the training, fine-tuning, and deployment of large language and vision models used to create generative AI applications. Generative AI applications can perform a variety of tasks, including text summarization, answering questions, code generation, image creation, and writing essays and articles.

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Bing’s ChatGPT Experience Is Live – What Did We See?

Merkle

Microsoft officially opened its new AI-powered Bing search experience for a small group of users earlier this month. The launch happened just weeks after the company invested $10 Billion in ChatGPT.

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How to Do SEO in Digital Marketing

DemandJump

At DemandJump, we know a couple of things to be true. First, we know that 91% of the internet’s content—good, bad, or otherwise—is never seen by anyone. Second, we know that by leveraging the right mix of modern search engine optimization (SEO) and digital marketing strategies, marketers can significantly increase the chances that their content will be seen.

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Contract Negotiation: How to Reach Agreements with Outsourcing Vendors

Magellan Solutions

Negotiations are typically necessary before coming to a business deal. Each party typically makes some compromises during a contract negotiation to obtain what it truly wants. When negotiating a contract, it’s important to remember that both parties want to come away with a good result. By reaching an agreement, both sides can benefit from the relationship and avoid any conflict in the future.

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eCommerce in 2025: How Customer Experience Drives Online Retail Success

Speaker: Jennifer Wright and Nick Barron

2025 is right around the corner, and with it comes a new wave of consumer expectations, competitive pressures, and operational challenges. Success lies in finding the balance between operational flexibility and creating experiences that keep customers coming back. The future of retail belongs to those who can stay ahead of shifting customer preferences and marketing trends. 🔮 In this session, we’ll dive deep into what it takes to keep customers engaged and your operations nimble, no matt

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Generative AI – The Dawn Of A New Era

kommunicate

Last Updated on February 19, 2023 Let’s play a game. There are 2 short paragraphs of sentences that follow. ChatGPT wrote one of them. The other one was written by yours truly. Can you tell which one is which? The subject is “ Funny way of explaining the layoffs in the US tech industry.” Paragraph [.] The post Generative AI – The Dawn Of A New Era appeared first on Kommunicate Blog.

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The complete guide to social media management for modern businesses

BirdEye

Social media has completely changed the way we communicate and connect with one another over the past two decades. It’s an essential part of our everyday lives, and there are no signs it’s slowing down. Social media is also a powerful marketing tool used by businesses of all sizes. It’s especially important for local businesses looking to connect with their communities and grow their customer base.

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Accelerate disaster response with computer vision for satellite imagery using Amazon SageMaker and Amazon Augmented AI

AWS Machine Learning

In recent years, advances in computer vision have enabled researchers, first responders, and governments to tackle the challenging problem of processing global satellite imagery to understand our planet and our impact on it. AWS recently released Amazon SageMaker geospatial capabilities to provide you with satellite imagery and geospatial state-of-the-art machine learning (ML) models, reducing barriers for these types of use cases.

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5 tips to supercharge your CS operations playbook

Totango

Challenging economic times really put pressure on teams to retain revenue. How can you ensure you’re aligning resources to the right initiatives that will protect and grow your customer base? Thankfully, customer success operations has come to the rescue. By collecting and analyzing data that helps you implement and understand the effectiveness of customer success initiatives, CS operations can tie impact to key business outcomes and the bottom line.

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AI for Business Outcomes: Selecting the Right Tools to Drive Results

Customers expect to be able to interact with your organization whenever and however they want. They also expect your agents to have insights into their journeys so that they don’t have to repeat themselves as they move through various channels. And, if they’re not able to, they just might find one of your competitors who will offer the flexibility they are looking for.

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How to Integrate Kommunicate with Sunshine Conversations

kommunicate

Last Updated on February 20, 2023 Zendesk’s Sunshine Conversations enables businesses to integrate messages from various channels into one continuous conversation and create interactive experiences across all platforms. By providing a unified API and built-in connectors for popular business tools such as Slack and Zendesk, every team within the organization can access a consolidated view [.

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AI Escalations – Be The Elephant!

Upstream Works

By: Rob McDougall, CEO, Upstream Works Software They say an elephant never forgets. Unfortunately, many contact centers have the unfortunate habit of doing just that. With the addition of new AI channels, the problem is only going to get worse. Having to repeat information to a contact center agent constantly comes in near the top in the order of things that negatively impact customer satisfaction.

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A Perfect Match: How Glia Call Center Creates a Customer Service Power Couple

SaleMove

Some things are better together: Here’s how Glia Call Center combines digital and phone service to create a dynamic customer service duo. The post A Perfect Match: How Glia Call Center Creates a Customer Service Power Couple appeared first on Glia Blog | Digital Customer Service Explained.

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Which Are The Best SEO Strategies?

DemandJump

Which Are the Best SEO Strategies? Every day, marketers wrestle with the question of how to develop and execute an effective search engine optimization (SEO) strategy. The benefits of an effective SEO strategy are wide-ranging and well-documented, but primarily center around increasing the amount of traffic your website receives. This, in turn, attracts and engages prospects—and can nurture those relationships into conversions.

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Pricing for Profit: How to Set, Negotiate, and Succeed

Speaker: Igli Laci, Strategic Finance Leader

In today’s competitive market, pricing is more than just a number — it’s the cornerstone of profitability. The right pricing strategy ensures that you capture the true value of your offering, paving the way for sustainable growth and long-term success. Join Igli Laci, Strategic Finance Leader, in this exclusive session where he will explore how a well-crafted pricing approach balances customer perception with business objectives, creating a powerful tool for securing both competitive advantage a

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Revolutionizing Healthcare: The Benefits And Challenges Of Booking Doctors Appointment Online

kommunicate

Last Updated on February 24, 2023 The average patient waiting time for a new doctor’s appointment is 10 days in the United Kingdom, according to this report. In the US, this time can go as high as 22 days. Booking a doctor’s appointment is a cumbersome process, and it must be seamless considering the fact that [.] The post Revolutionizing Healthcare: The Benefits And Challenges Of Booking Doctors Appointment Online appeared first on Kommunicate Blog.

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Boomi uses BYOC on Amazon SageMaker Studio to scale custom Markov chain implementation

AWS Machine Learning

This post is co-written with Swagata Ashwani, Senior Data Scientist at Boomi. Boomi is an enterprise-level software as a service (SaaS) independent software vendor (ISV) that creates developer enablement tooling for software engineers. These tools integrate via API into Boomi’s core service offering. In this post, we discuss how Boomi used the bring-your-own-container (BYOC) approach to develop a new AI/ML enabled solution for their customers to tackle the “blank canvas” problem.

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Check out how Guided Answers for ‘Working with SAP Product Support’ will make your life easier!

SAP Customer Experience

What are Guided Answers in general? Guided Answers help you troubleshoot and find solutions to your issues – either from a technical perspective (e.g., troubleshooting steps, performance tuning, survival guide, best practice) or from a non-technical perspective (e.g., right contact/department or processes) using a step-by-step guide. SAP experts document exact.